Executive Support Associate II ( Bilingual English/French)

Turo; Toronto; On-site; CAD 50,000 - 60,000; Full time

Benefits offered by this job

Equity

Benefits

Retirement match

Learning & Development stipend

Turo host matching program

Turo travel credit

Cell phone and internet stipend

Paid time off

Paid holidays

In-office lunch

Job summary

Turo is seeking a bilingual Executive Support Associate II in Toronto to handle high-impact escalations for North America, with a focus on Canadian and U.S. cases. You’ll advocate for Quebec and deliver exceptional English/French support in fast-paced, sensitive situations.

The role emphasizes strong judgment, empathy, and cross-functional collaboration, with in-office hybrid expectations and a path toward meaningful impact on policies and customer experience.

Qualifications

• 3+ years in high-level customer support or escalation
• Fluent in English and French with strong written and verbal skills
• Able to stay calm under pressure and de-escalate situations
• Strong problem-solver who can work independently and with a team
• Experience using Zendesk, Kustomer, or similar platforms
• Undergraduate degree considered a plus

Responsibilities

• Serve as the primary contact for high-impact host and guest escalations across North America
• Act as Quebec’s advocate by aligning policies with regional language and cultural expectations
• Deliver bilingual support in English and French in time-sensitive situations
• Navigate complex issues such as billing disputes, fees and fines, vehicle damage, reservations, and policy interpretation
• Partner with internal stakeholders to drive timely and well-reasoned resolutions
• Identify trends and contribute ideas to improve processes, tools, and the host/guest experience

Skills

Bilingual English/French

Escalation management

Emotional intelligence

Problem solving

Independent yet collaborative

Education

Undergraduate degree

Tools

Zendesk

Kustomer

Job description

About the team

At Turo, Executive Support is where some of our toughest and most nuanced challenges are solved. We are looking for a bilingual (English/French) Executive Support Associate II who thrives in complexity, brings calm to high-stakes situations, and wants to make a meaningful impact across North America. The Executive Support team sits at the intersection of customer experience, operations, and trust. We handle the most complex, sensitive, and high-impact issues across the Turo marketplace and partner closely with Trust & Safety, Claims, Legal, Product, and Leadership. You will join a high-performing, close-knit team that values sound judgment, empathy, and clear decision-making. The work is fast-paced, challenging, and rewarding, and extends beyond individual case resolution. Team members surface patterns, participate in cross-functional reviews, and help drive initiatives that improve policies, processes, and customer experience at scale. Your voice will matter.

What you will do

• Serve as the primary point of contact for high-impact host and guest escalations across North America, supporting both Canadian and U.S. cases
• Act as Quebec’s advocate by aligning policies with regional language and cultural expectations
• Deliver exceptional, thoughtful support in both English and French, including in emotionally charged or time-sensitive situations
• Navigate complex issues such as billing disputes, fees and fines, vehicle damage, mechanical concerns, reservations, and policy interpretation
• Partner closely with internal stakeholders at all levels to drive timely and well-reasoned resolutions
• Balance empathy with policy, using strong judgment to make fair and consistent decisions
• Identify trends and contribute ideas to improve processes, tools, and the overall host and guest experience
• Adapt quickly as policies, tools, and programs evolve in a growing marketplace
• Use tools such as Kustomer, Gmail, Slack, Google Docs, Google Sheets, and Excel to manage work efficiently

Your profile

• 3+ years of experience in a high-level customer support, escalation, or service environment (call center experience a plus)
• Fluency in both French and English with exceptional written and verbal communication skills
• Strong emotional intelligence with the ability to remain calm under pressure and de-escalate effectively
• Natural problem-solver who enjoys working in grey areas and thinking critically
• Comfortable working independently while also being a collaborative team player
• Experience using tools such as Zendesk, Kustomer, or similar customer support platforms
• Highly organized, detail-oriented, and able to manage multiple priorities
• Bonus if you have University undergraduate degree in any field

For this role, the target base salary range in Toronto is $50,000-$60,000 CAD annually. This role is also eligible for equity and benefits. In general, our ranges reflect the market-based target for new hire salaries based on the level and location of the role. Within the range, individual pay is determined by objective factors assessed during the application and interview process, such as job-related skills, experience, and relevant education or training. We encourage you to talk with your recruiter to learn more about the total compensation and benefits available for this role.

Turo highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule - Turists will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Your recruiter can share more information about the various in-office perks Turo offers.

Turo AI Policy

Turo may use AI-enabled tools to support our recruiting operations, including gathering information from candidates, drafting communications, helping with interview note-taking and assessment, and so on. These tools only supplement our team; all decisions to advance or hire candidates are made by Turo employees. While we welcome candidates to use AI-enabled tools to help prepare for their interviews, the use of such tools, including any AI chatbots or note-takers, is not permitted during live interviews or technical assessments. We want to see how you consider and solve problems in real-time, so interviews and assessments are all you (unless we indicate otherwise and ask you specifically to use an AI-enabled tool to answer a question). If during the application process you require the use of an AI-enabled tool as a reasonable accommodation for a disability, please let us know at [e-mail].

Benefits

• Competitive salary, equity, benefits, and perks for all full-time employees
• Employer-paid medical, dental, and vision insurance (Country specific)
• Retirement employer match
• Learning & Development stipend to invest in your professional development
• Turo host matching program
• Turo travel credit
• Cell phone and internet stipend
• Paid time off to relax and recharge
• Paid holidays, volunteer time off, and parental leave
• For those who are in the office full-time or hybrid we have in-office lunch, office snacks, and fun activities

About Turo

Turo is the world's largest car sharing marketplace where you can book the perfect car for wherever you're going from a vibrant community of trusted hosts across the U.S., U.K., Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts. Discover Turo at https://turo.com, the App Store, and Google Play, and check out our blog, Field Notes. Read more about the Turo culture according to Turo CEO, Andre Haddad.

We are committed to building a diverse team. If you are from a background that's underrepresented in tech, we'd love to meet you. Aside from an award winning work environment and the opportunity to be part of the world's largest car sharing marketplace, we are also growing the team quickly - join us! Even if you don't meet every qualification, we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities.

Turo is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. Turo will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable. We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing [e-mail].